SAP SAP NS2 Client Delivery Manager 

United States, Virginia 

594012286

All internals must have manager’s approval to transfer.

Key tasks comprise the following:

Engagement Management:

• Conducts regular / quarterly business review meetings with the customer to discuss the service quality
• Delivers a quarterly balanced scorecard with KPI’s to ensure overall customer satisfaction (performance review)
• Proposes and discusses improvement potential
• Conducts service and business planning meetings to understand customer business needs
• Explains aspects of SAP NS2's overall cloud strategy and the growing portfolio to ensure adoption of S/4HANA and cloud standardization and to drive transformation towards SAP NS2 Cloud Solutions

Delivery Management:

• Orchestrates onboarding/transition projects
• Manages overall service/project delivery according to planned scope, budget and milestones
• Single point of contact for service and support requirements of the customer regarding SAP NS2 cloud solutions
• Supports delivery/operations teams to perform and drive root cause analysis to completion
• De-escalates critical customer situations
• Supports critical customer situations in conjunction with teams from Mission Control Center (MCC) and Operations Control Center (OCC) if applicable
• Supports the preparation of proposals, solution assessments and service scoping exercises
• Ensures feedback loop into development/operations unit
• Plans and manages customer release and maintenance activities (establish a customer IT calendar)
• Develops & implements quality plans for the customer
• Ensures service plan execution for Enhanced Managed Services and Cloud Application Services
• Creates and delivers monthly service reporting

Account Management:

• Identify upsell opportunities
• Collaborates with sales to ensure upsell and renewal (participate in the deal review meetings if applicable)
• Enable & ensures customer satisfaction surveys
• Drive & reviews SLA service credit cases
• General overview of commercial responsibility (SLA credit vs. profit)
• Supports commercial change requests
• General overview of sizing / pricing of upcoming change requests
• Runs Cloud Application Services operating profit reviews
• Liaises with different SAP NS2 stakeholders involved in the accounts, to ensure success and integration with neighbored teams

Experience Requirements:

• Minimum 4 years of professional experience
• Excellent customer focus / Networking / Relationship Building
• Results-driven / Self-organized / Decision making
• Knowledge of one or more functional business processes (Logistic, Finance, etc.)
• Project Management Fundamentals
• Lean Fundamentals
• Infrastructure know-how and technical understanding
• Perspective on current IT trends
• Understand Cloud business and SAP NS2 Cloud models / solutions / operation processes
• Technical and application expertise for different cloud solutions (min. HEC & S/4HANA)
• Understanding of escalation handling and procedures

Education Requirements:

• Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent work experience. A combination of equivalent work and life experience will be accepted in lieu of degree

Desired Professional Training & Certification:

• ITIL knowledge and skills are beneficial (Foundation Level)

Note: The job description is meant to be a guideline. It is not exhaustive, and we will expect the selected candidate to show flexibility and eagerness to undertake varied tasks and projects.

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Washington DC